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Infinity delivers call intelligence pioneered for business. We unlock clarity from the conversations companies have with their customers. We are a cloud-based call tracking platform, and an integral part of the technology stack for marketing teams and contact centres across our extensive international client base.
Our journey started in 2010 when we identified the need for a call tracking product from over a decade of experience of managing paid search campaigns. Following a steady, organic growth and a strategic investment, we now have a presence across five locations, including London, Manchester, and San Francisco.
Key to our continued growth are our values which we think makes us a great place to work and has made us the success that we are today, and the success we will be in the future. To be part of this inspiring team, you will need to show up and have Impact in all you do, enjoy collaborating - winning and learning together, comfortable measuring what matters to strive to improve and willing to grow and evolve! In return you will get a great work environment, a set of colleagues like no other, and be able to build your skills and career with us.
Role profile
A hugely exciting opportunity for an energetic, proactive individual to join an expanding Business Intelligence team within a market-leading call intelligence company. The role is responsible for supporting professional services and insight delivery within both Infinity’s Conversation Analytics (CA) product and the core call tracking solution.
This requires a strong blend of analytical and problem-solving capacity, coupled with a strong understanding of business strategy and ability to consult with our valued customers. You will drill down into large datasets to uncover business insight, and so a strong blend of analytic capability and ability to communicate insights effectively is required in this exciting role.
The role requires a strong focus on customer success, as you can play a fundamental role in a client realising value from the Infinity platform. As a result, whilst sitting within the Business Intelligence team, you will also work closely with the Customer Success (CS) team to deliver successful engagements. As part of a growing team, you can play an important part in a business undergoing significant growth.
Key responsibilities
- Use various analytical tools and methodologies to combine, cleanse and analyse datasets from multiple channels.
- Identify trends and actionable business insights and create reports to communicate these in an impactful manner to clients.
- Maintain excellent client relationships and deliver ongoing analysis and reporting.
- Deliver high-level findings and summarised analysis to stakeholders via presentations/readbacks.
- Work closely with our customers to reduce time to value and deliver quantifiable results
- (outcomes) by executing high-quality professional services. This includes contributing to
- discovery workshops & scoping, onboarding, training, configuration, optimisation, analysis and reporting.
- Deliver business intelligence internally to assist with strategic decision-making within the business.
- Play an instrumental role in product development by collecting feedback via customers, staff and your own experiences, and delivering these via the appropriate feedback channels.
About you
Key requirements
- Experience or a degree in digital marketing/marketing analytics.
- Ability to travel between our two UK offices, and to client sites (typically 3 days/month or less).
- Strong data analysis skills, particularly within Excel; you must be able to cleanse and analyse messy datasets.
- Strong problem-solving and critical analysis skills; ability to extract insights using a data-driven approach.
- Strong language/writing skills; this forms a core competency within CA, with the ability to identify and expand upon critical language within a call.
- Excellent communicator & presenter – this is a customer-facing role, must be comfortable with communicating complex analysis compellingly and insightfully to stakeholders.
- An understanding of how to structure analytics projects to ensure successful delivery (e.g. problem definition, scoping, benchmarking, analysis, implementation, controlling).
Desirable skills/experience
- Experience in conversation/speech analytics.
- Experience of call centre operations and/or knowledge of call centre metrics.
- Experience with data visualisation suites (e.g. Power BI, Tableau).
- Experience with Sisense is particularly desirable.
Benefits you can enjoy
- 25 days holiday (with the option to buy up to an additional 5 days per year)
- Private single medical insurance
- Employee Assistance Programme
- Life Assurance (4x Salary)
- Enhanced Maternity and Paternity Pay
- Tech Scheme Loan (of up to £2,000 per year)
- Ride to Work Scheme
- Season Ticket Loan
- Dedicated annual company and team social budget
At infinity, we aim to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day!
Infinity is proud to be an equal-opportunity workplace, we believe that diversity and inclusion among our incredible workforce is critical to driving our success and helping us achieve our ambitious targets! Our mission is to recruit, develop and retain the most talented individuals, each with their own story to tell.
About Infinity
We believe conversations matter and that you deserve to understand yours better. Our journey started in 2010 when we identified the need for a call tracking product from over a decade of experience of managing paid search campaigns.
Following a steady, organic growth and a strategic investment, we now have a presence across five locations, including San Francisco, London, and Baltimore.
Despite numerous additions to our platform, our founding principles still drive what we do now. We give businesses clear, reliable insights on how their digital strategy is performing today, making it easier to get better results tomorrow.
The possibilities for our clients continue to grow as we work on numerous exciting developments, and curate an expanding network of tech and agency partners.
